Technical Business Analyst

Plusgrade powers the global travel industry with its portfolio of leading ancillary revenue solutions. Over 200 airline, hospitality, cruise, passenger rail, and financial services companies trust Plusgrade to create new, meaningful revenue streams through incredible customer experiences. As an ancillary revenue powerhouse, Plusgrade has generated billions of dollars in new revenue opportunities across its platform for its partners, while creating enhanced travel experiences for millions of their passengers and guests. Plusgrade was founded in 2009 with headquarters in Montreal and has offices around the world.

ABOUT THE ROLE:

The Global Care Team (our name for Customer Care) forms a critical component of our Operations team and our customer experience ecosystem. We are seeking an ambitious individual to join our growing team and help with the daily operation of supporting our global customer base. Reporting to the Team Lead: Global Care, the Technical Business Analyst will be responsible for front line support of our partner base, as well as monitoring the health of our platform. As a Technical Business Analyst you will work closely with our Partner Success, Product, and Engineering teams to identify root causes and triage/resolve issues as applicable. We firmly believe there are many challenging opportunities in travel technology, if you are excited about helping us solve some of them, we would like to meet you!

The professional workweek is scheduled from Saturday through Wednesday.

WHAT YOU WILL BE DOING:

•Working alongside your team to support the customer and meet our service level agreement obligations.

•Providing exceptional service to our global partners.

•Managing customer relationships for post-sales delivery requests and major issues.

•Establishing and developing an internal and external knowledge base through documentation and learning sessions.

•Providing technical and product support for our partners.

•Triaging and identifying the root cause of issues - providing assistance and collaborating with relevant teams to resolve issues.

•Monitoring the health of our platform and assisting with efforts to develop automated workflows.

•Acting as a subject matter expert and communicating recommendations of processes, tools, and optimizations to internal teams and other stakeholders.

•Overseeing the successful completion of complex technical projects, from project planning to execution.

YOU ARE SOMEONE WITH:

•Strong integrity and ownership skills and a desire to learn

•Ability to work well within a team environment and meet deadlines

•Ability to grasp new concepts quickly and efficiently

•Strong time management and personal organization skills to handle multiple assignments

•Excellent spoken and written communication skills in English, other languages are an asset

•Knowledge or familiarity with Excel, SQL, HTML, JIRA and/or Splunk

•Experience in supporting partners/customer over multiple time zones

•Experience in working with a Service Desk

•Airline industry knowledge or are familiarity with travel technology

WHAT YOU’LL LOVE ABOUT US:

🏦 RRSP/401(k) Matching

🏥 Comprehensive Health Plans

📅 Unlimited Vacation/PTO

✈️ Travel Experience Credit

🧘 Annual Wellness Credit

🥗 Team Events and Monthly Lunches

💻 Home Office/Commuter Credit

🌅 Work From Anywhere Program

🍼 Parental Leave Top Up

🌍 Adventure Pass

OUR PROCESS:

Plusgrade is an equal-opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or mental disability, sexual orientation, and any other category protected by law. Upon request, we will provide accommodation for applicants with disabilities.

We believe in diversity and inclusivity and that is why our interview process is designed for a positive candidate experience and to ensure every candidate is evaluated equally. All applications will be reviewed by our Talent Team and the successful candidate(s) will go through the following recruitment process:

• Recruiter Phone Interview

• Hiring Manager Interview

• Take-home Assessment or remote coding exercise (if applicable)

• Team Interview

All candidates will be provided with feedback regardless if they pass or didn’t pass any of our interview stages. All your information will be kept confidential.

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